M281fdw - Tray 2 envelopes create false jam alerts - will not consistently feed

[smartwork]

On the M281fdw using tray 2 for standard envelopes.  It's hit or miss... mainly miss. 

• The printer has been factory reset, so "clearing" does not appear to be the issue. 
• There are no additional updates.
• The tray's front bar rises to raise the envelope front.
• The two small grey feed rollers descend and attempt to feed the envelope.  They spin.
• The envelope moves about 1/4" or so forward, fails to proceed, and 2 more attempts are made before it stops and concludes jam because some sensor didn't detect the envelope downstream.

Below the grey rollers there's a small black roller.  I do not see it spin, but I'm not sure it is supposed to until a sensor tells it the envelope has reached it.  On the unsuccessful feeds, the grey roller simply slides on the envelope because once the envelope moves that 1/4", something appears to provide more resistance (or unacceptance like a roller not taking over the feed) than the the roller's grip can overcome.  Using a probe, I have lifted the front of the envelope and it appears free and unobstructed.  I even investigated the underside's flap catching anything and that does not appear to be the case either.  Tension in the tray by the guides seems fine as well.  My only remaining thought is that the black roller isn't being triggered to start up, so the leading edge of the envelope virtually hits a wall and the grey roller can't push it beyond that point.  All rollers are clean and appear to have adequate grip for what they are intended to perform.  

[sandytechy20]

@smartwork

Welcome to the HP support community.

I understand that you are getting a paper jam error, I am glad to assist you.

If you have tried all the steps mentioned in this HP document:- Click here

And if the issue still persists, this might require one on one interaction to fix the issue, I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers

[Repairatrooper]

In this engine design the lower roller is the separation roller and most of them are not powered but rely on friction to prevent more than one page from feeding at a time. The video suggests that you have an issue with the pickup and feed roller which are the two top grey rollers. I would check them to ensure that the gripping ridges are intact. The rollers should look like they have fingerprints. I find that these smaller rollers then use now wear much faster than the older D style roller that was used on older products.

[smartwork]

Thanks for the great feedback, and about what the function of the black roller is.  That's great info about the ripples or "fingerprints" on the grey rollers which explains some differences that I was seeing in pics as I researched the topic.  The grey rollers in my printer are smooth.  Comparing mine with some of the textured ones I saw online, i wondered if there were different styles because I thought there was no way ours had smoothed that much with the amount we use the printer, but you may be exactly right.  I had ordered replacements, and those just arrived and they are just as you described and like I saw in pics.  Do they really wear out that easily?  That's quite a replacement cost if I'm looking at a regular occurrence because the OEM rollers were about $40 for the 3 small rollers, and if they wear that quickly $40 per pop will add up quickly.  Thank so much for taking the time to reply!  It's greatly appreciated!

[Repairatrooper]

In terms of lfe span, the roller life is really dependant on the media you are feeding. Thicker and stiffer items like envelopes and card stock will wear the rollers much faster than regular paper.